16 Competent and motivated business and IT personnel 17 Product and business innovation culture 17 Knowledge, expertise and initiatives for business innovation The goals cascade and related generic goals can provide a context for mapping business processes and IT services, specifically as an effort to achieve the first IT-related goal of aligning IT and business strategy.
This cascade can be used to address the entire enterprise and its relationship with IT or individual business processes and services as identified in the previous section. In ITIL, a service is defined as “a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks” (Service Strategy, page 13).
In other words, the purpose of an IT service is to ensure that the outcomes of the business process are achieved.
From a COBIT perspective, achieving the goals for enablers, IT, and the enterprise will ensure that the stakeholder’s needs are met. Designing the Capability Raising the capability in knowledge capture encompasses the majority of knowledge management processes including gathering, organizing, analyzing, formatting, editing, and updating.
Much of the knowledge capture process will be manual, either in creating the knowledge or editing the content.
In designing the knowledge capturing capability, two areas must be addressed: the knowledge worker and the knowledge solution. Knowledge Workers Knowledge workers are skilled personnel who are responsible for ensuring the knowledge management solution is functioning properly and being used effectively by the organization.
Knowledge workers will be asked to perform one of four roles in the discipline: Content Editor Tool Administrator Project Manager/Project Team Member Marketer Knowledge workers are distinct from knowledge experts.
Knowledge in a particular subject is not required for knowledge workers to effectively perform their job.
In some cases, knowledge can be a hindrance to the process if they are questioning the content from knowledge providers.
Knowledge workers are focused on how the content is presented, rather than on the accuracy of the content itself.
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